Workforce Advisor

About the position

Join the Iowa Workforce Development team as a Workforce Advisor in our Unemployment Insurance (UI) Benefits bureau, located at 1000 E Grand Ave., Des Moines, IA. This is an exciting opportunity to make a significant impact by serving as Workforce Advisor ensuring guidance on policy and procedures are met using guides and resources to determine and process unemployment claims. As a Workforce Advisor, you'll play a crucial role in maintaining and providing guidance on UI Benefit policies and procedures to ensure they are met in accordance with Iowa Employment Security Law, Iowa Administrative Code, and agency while providing excellent customer service. Your key responsibilities will include processing and resolving issues with initial and reopened claims filed by unemployed workers, conducting fact-finding interviews, and adjudicating disputed or contested claims. You will apply independent judgment in gathering information needed for determining monetary eligibility and the adjudication process. This includes determining the requirements of information from the claimant or employer for each claim and applying knowledge and interpretation of federal and state laws, rules, and regulations for the unemployment insurance benefit programs. In this role, you will provide excellent customer service while communicating with internal and external customers and answering all questions from claimants and employers. The successful candidate will complete fact-finding interviews to determine eligibility for unemployment insurance claims and pre-screen applicants, assessing information on the type and location of employment while applying various Iowa, federal, and other state's laws, rules, and regulations. You will also advise and assist with processing and filing requests for re-determination of monetary eligibility and appeals for claimants, employers, or their representatives. Workforce Advisors will conduct both scheduled and unscheduled interviews with claimants and employers to gather facts regarding separation issues, errors, discrepancies, and work search information for unemployment insurance purposes. You will be responsible for taking detailed notes and statements during phone calls with claimants and employers, ensuring clarity and understanding. Additionally, you will analyze potentially disqualifying situations, collect information, and apply unemployment insurance laws, rules, and policies to impose disqualification or allow benefits to be paid. The successful candidate will also act as a resource, providing detailed information to applicants, claimants, and employers regarding their legal rights and responsibilities related to unemployment insurance laws, rules, and regulations. This includes explaining dispositions to claimants, employers, attorneys, and employer representatives, as well as informing customers of available opportunities for services throughout other state agencies. As a Workforce Advisor, you will also assist in mentoring new and current UI Benefit team members on all aspects of UI laws, rules, policies, and procedures, applying technical and quality customer service skills, and ensuring compliance with complex laws, rules, and regulations of the UI programs. You will attend and complete training sessions to stay up-to-date and improve skills and abilities with a high rate of accuracy. Other duties may be assigned as necessary.

Responsibilities
? Process and resolve issues with initial and reopened claims filed by unemployed workers.
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? Conduct fact-finding interviews and adjudicate disputed or contested claims.
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? Apply independent judgment in gathering information needed for determining monetary eligibility and adjudication process.
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? Determine the requirements of information from the claimant or employer for each claim.
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? Apply knowledge and interpretation of federal and state laws, rules, and regulations for the unemployment insurance benefit programs.
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? Analyze potentially disqualifying situations including separation reasons, deductible earnings, backdating, continued claim errors, discrepancies, and availability issues.
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? Communicate with internal and external customers and answer all questions from claimants and employers.
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? Complete fact-finding interviews to determine eligibility for unemployment insurance claims.
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? Advise and assist with processing and filing requests for re-determination of monetary eligibility and appeals for claimants, employers, or their representatives.
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? Conduct scheduled and unscheduled interviews with claimants and employers to gather facts regarding separation issues, errors, discrepancies, and work search information.
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? Take detailed notes and statements during phone calls with claimants and employers.
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? Collect information and analyze facts and evidence applying unemployment insurance laws, rules, and policies to impose disqualification or allow benefits to be paid.
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? Advise claimants and employers of their legal rights and responsibilities related to unemployment insurance laws, rules, and regulations.
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? Explain dispositions to claimants, employers, attorneys, and employer representatives.
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? Schedule and screen employers to determine what responses will or will not require fact-finding to adjudicate issues.
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? Make determinations on overpayments and underpayments to claimants and ensure correct employer charges.
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? Assist in mentoring new and current UI Benefit team members on all aspects of UI laws, rules, policies, and procedures.

Requirements
? Graduation from an accredited four-year college or university; OR an equivalent combination of education and experience substituting one year of full-time public contact work obtaining, analyzing and evaluating data such as job/claims interviewing, testing, referral and/or placement, sales representative, credit investigation, or related public contact work dealing with job applicants and employers in a variety of supportive clerical and outreach functions for one year of the required education with a maximum substitution of four years; OR employees with current continuous experience in the state executive branch that includes experience equal to twelve months of full-time work as a Workforce Associate.
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? Customer service experience, particularly in a public-facing role.
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? Mid-level experience with CICS (Customer Information Control System) and Unemployment Insurance (UI) processes.

Nice-to-haves
? Proficiency in unemployment insurance benefits programs, including policy and procedures.
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? Understanding of UI Benefits to communicate to stakeholders.
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? Ability to prioritize work, meet deadlines, and maintain confidentiality.
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? Familiarity with a wide variety of unemployment insurance program rules, regulations, and policies.

Benefits
? Disability insurance
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? Health insurance
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? Dental insurance
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? Flexible spending account
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? Tuition reimbursement
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? Paid time off
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? Employee assistance program
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? Vision insurance
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? Employee discount
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? Retirement plan

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